Support Manager

We’re hiring experienced, people-focused Support Managers to lead teams of Merchant Support Specialists - the frontline experts empowering entrepreneurs worldwide. As a Support Manager, you’ll coach your team to deliver industry-leading service via chat, phone, and email, using data, AI-powered tools, and proven processes to drive performance and impact. You'll set and uphold clear standards, champion innovation, and foster a culture where every Specialist thrives. Your leadership will be key in translating metrics to action, practicing extreme ownership, and ensuring Specialists are focused on what matters most: merchant success.
Key Responsibilities
- Lead, coach, and mentor a high-performing team of Merchant Support Specialists, focusing on their delivery of exceptional service for merchants.
- Use AI-powered tools, data, and established playbooks to monitor, assess, document and improve Specialist and team performance; deliver immediate, actionable feedback and set clear, visible standards for growth.
- Guide Specialists in resolving complex and sensitive merchant issues, driving for first-contact resolution and ensuring the team is focused on actions with the greatest direct merchant impact.
- Regularly facilitate team meetings and 1:1s to communicate expectations, create development plans, and keep Specialists informed and adaptable as processes, technologies, and product offerings evolve.
- Monitor KPIs and leverage data to identify merchant experience opportunities, prioritize merchant-critical issues, and differentiate team and individual impact using performance metrics.
- Foster a collaborative, inclusive, and agile team culture rooted in feedback, learning, and accountability.
- Stay closely connected to support operations by using Specialist tools, periodically handling live merchant interactions, and sharing feedback to improve tools and processes.
- Collaborate across teams with managers and internal partners to drive continuous improvement in support tools, practices, and outcomes.
- Ensure Specialists meet documentation, privacy, security, and training requirements - turning mistakes into learning, staying current with innovations, and making decisions that put Shopify’s mission first.
QUALIFICATIONS
- Proven experience managing and coaching frontline customer support or high-volume operations.
- Ability to leverage AI-powered performance analysis tools and established playbooks to drive individual and team outcomes.
- Demonstrated excellence in coaching to high performance using metrics, delivering feedback, and making results visible.
- Analytical, data-driven mindset; adept at using support analytics tools.
- Fluent in support operations, KPI monitoring, and best practices for compliance and operational rigor.
- Skilled communicator who builds trust, fosters growth, and adapts quickly to change.
- Committed to building a culture of inclusion, feedback, and continuous improvement.
- Passionate about empowering teams and merchants through innovation, ownership, and a relentless focus on impact.